Experience

Belong

• Australia
• Telecommunications
• 200 - 300 Employee

• Workforce Planning Manager

  • Oct 2021 - Present



Telstra

• Australia
• Telecommunications
• 700 & Above Employee

• Senior Real Time Planning Lead

  • Aug 2014 - Oct 2021

  Ensure Telstra Global Contact Centres meet customer expectations through effective real time monitoring and strategies, and empower them to deliver on driving customer advocacy through supporting tools and processes. To provide stakeholders accurate and immediate reporting around drivers behind queue performance challenges through regular forums and comprehensive reporting.Build strong relationships and networks with key stakeholders across a range of groups and roles, including senior leaders to deliver on superior service level performance and to drive change Show less

• Real Time Planning Lead

  • Apr 2012 - Aug 2014

  Monitoring incoming traffic for Telstra across multiple lines of business and driving effective contact centre performance across all queues and contact types in real time. To own the short term planning process and work with the centres and our Industry partners to deliver the best customer experience possible.

• Sales Consultant

  • Oct 2008 - Apr 2012

  Consultant with BigPond online, originally taking inbound phone traffic (Billing and Sales), then working in eMail and Live Chat contact methods. This involved communicating with customers effectively, asking lifestyle and discovery questions, overcoming objections and handling complaints in an effective manner as well as working towards specific targets based on a "scorecard." During this time I also provided floor support fulfilling the role of a Floor coach.



Rexel Australia

• Australia
• Wholesale
• 200 - 300 Employee

• Storeman

  • Feb 2006 - Mar 2008